Ian Nash Email & Phone Number

Denton, Tx, Us

Texas, United States

Dallas-Fort Worth Metroplex

Texas, United States

Manufacturing focused ERP Software Product Support.

United States

Lead principal technical trainer role responsible for training implementation of a new ERP system and cross-functional department processes. Documentation, training delivery and assurance of learning.

Main duties include handling inbound customer service and tech support calls and email requests. Professional communication and status updates in time sensitive incident situations. • Improved operational service levels as Team Lead and Captain assisting in team development using company focused goals, policies and procedures. • Developed policy and procedure changes as a New Hire Coach resulting in 40% less time for new hire integration. • Utilized training and system support tools including Remedy and MTAS to log incident and service request for internal and external customers.• Effectively negotiated escalated customers issues with a proven record of research, negotiation and resolution as a part of the CRT (Customer Resolutions Team).• Exceeded aggressive Revenue Generating Feature and Service goals, up-selling customers with added features, benefits and services as well as accessories and equipment achieving a personal 27% sale to call ratio compared to a leading company goal of 8%.Responsible for taking incoming email, chat and fax requests from external and internal customers. Role included adhering to established policies and procedures for accurate service requests.• Improved overall team order accuracy reports functioning as Team Lead/Captain, setting standards for company goals and management objectives.• Resolved service requests with outstanding accuracy.• Served as Subject Matter Expert for established policies and procedures within various teams. • Worked closely with department manager on high-priority department relocation project; successfully organizing and communicating accurate and timely system data integration and transfer.• Responsible for client and service manager relationships and overall account support.